Seiner Customer Service
The Blue group
مجموع سنوات الخبرة :16 years, 10 أشهر
• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and product information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues, and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up on complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating, and coordinating with internal departments
• To provide all necessary help and support customers as required which may include check-in, baggage processing reservation, and ticketing, boarding of flights, air-bridge operation, greeting arriving passengers, handling of VIPs, providing special customer assistance, handling customer complaints, and other duties as assigned.
• Contort the flights to ensure all pre and post-flight activities are completed within the specified time frame
Baggage service coordinator Jul2016 - Aug2019
• Responsible for pro-actively managing all day-to-day operational issues relating to baggage services.
• Sustain an excellent baggage service and coordinate with various authorities through meetings regularly with Airport Police and Customs.
• To manage, supervise, co-ordinate, motivate and coach a team of ground staff handling working within the baggage department.
• Ensures that all costs incurred due to the mishandling of baggage are kept to a minimum by being accountable for baggage and ensuring that centralized baggage tracing is carried out effectively on shift.
• Responsible for ensuring that all Baggage Claims raised at the airport are handled professionally and promptly by meeting regularly with the Baggage Claims Officers and discussing matters arising.
• The supervision of the day-to-day operation and flow of baggage, ensuring safe and efficient handling of hold items and compliance with Company standards and legal requirements, in line with our safety-first culture.
• Offer alternative solutions to settle baggage claims and render assistance to all passengers.
• Supervising and ensure a high level of service of the flight-handling activities such as flight editing, check-in, transfers and boarding
• Support the Airport Services Duty Officer when needed as well as displaying excellent skills to deal with flight delays, disruptions, denied boarding and any other challenges
• Supervising the airport team to ensure on-time flight closure and working towards overall on-time performance.
• Planning for efficient duty allocations of manpower during duty periods for Customer Service Agents and providing support to the Airport Services Duty Officer in case of flight disruptions, misconnections, and other passenger-related disruptions.
• Ensuring that all processes and procedures are followed, and that company policies, uniform standards, and attendance expectations are met.
Check-in supervisor
• Supervision and follow-up with the staff.
• Check the travel documents with airline staff if required.
• Assist the passenger and make sure all passengers are on board and baggage loading.
Check-in Assistant supervisor
• Assist supervisor to arrange the plan of work and distribution of tasks.
• Check the flight in the system and brief the staff about the flight and plan of work.
Check-in counter staff,
• Check the documents for the passenger and ensure that all documents it's correct before accepting
• Follow up on the safety procedure and boarding.
• Send all messages related to flight such as passenger manifest, baggage list.